eIQ Data: 51% of CEOs Want to Offer ‘Click and Collect’ to Solve Last Mile Woes

Written by Rara Kinasih on October 26, 2017

The popularity of  ‘click and collect’ has grown among consumers worldwide as it offers them more flexibility in retrieving their online purchases. More importantly, the reason why consumers prefer this last mile method is because they avoid the delivery fee.

A growing number of companies like Japanese fashion retailer Uniqlo are letting customers pick up online purchases in 400 of its 500 stores in China to help tackle problems such as delayed deliveries. Retailers generate foot traffic and sales to offline stores.

67% of shoppers purchase an additional item while collecting their items in store.

It’s no wonder 51% of CEOs plan to offer click and collect in the next 12 months, while investment into same-day delivery only attracts 31% of them.

However, retailers need to keep in mind that to provide a positive experience for consumers using the service, simply relying on existing infrastructures such as the physical store isn’t enough.

Click and Collect Southeast Asia
Source: JDA & Centiro Customer Pulse Report 2017

The latest report from JDA & Centiro found that among the most common problems in the last 22 months that often occurred with click and collect included long waiting times and unsynchronized inventory between online and offline stores.

Retailers planning to provide click and collect as part of their ecommerce strategies need to allocate enough resources, whether it be data systems or software, to have a clear snapshot of real-time inventory to improve the entire retail process for both on the ground employees that need to fulfill incoming orders and the consumers standing in line waiting to spend their hard-earned cash.

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